Experienced Multilingual Customer Support Analyst – German & English – Global Travel Technology Solutions Specialist at brighthush

About brighthush

brighthush is a trailblazer in the travel technology arena, redefining how airlines, tour operators, travel agencies, and corporate travel managers connect with their customers. Our suite of cloud‑based solutions powers booking engines, distribution networks, and customer experience platforms that are used by millions of travelers worldwide. With a vibrant, multicultural team spread across continents, we thrive on innovation, collaboration, and continuous learning. If you’re passionate about technology, love solving real‑world problems, and thrive in a fast‑paced, customer‑centric environment, brighthush is the place for you.

Why This Role Matters

As a Multilingual Customer Support Analyst, you will be the frontline guardian of our clients’ satisfaction. Your fluency in German and English will bridge the gap between complex travel technology and the end‑users who rely on it daily. You’ll play a pivotal role in ensuring that every ticket, itinerary, and reservation is handled with precision, empathy, and speed. In short, you’ll help keep the world moving.

Key Responsibilities

• Helpdesk Excellence: Deliver top‑tier support across brighthush’s full product suite, addressing both functional and technical issues via phone, web, chat, and email.
• Issue Diagnosis & Resolution: Quickly identify root causes, resolve incidents in‑house whenever possible, and judiciously elevate complex problems to the appropriate service teams.
• Process Adherence: Follow established resolution and escalation timelines, ensuring that every ticket is closed within SLA parameters while maintaining high quality.
• Incident Management: Log, monitor, and track all incidents in our Incident Management System, providing transparent status updates to customers until resolution.
• Ownership & Accountability: Take full ownership of customer issues, ensuring that every interaction is handled promptly, professionally, and in line with brighthush’s internal procedures.
• Self‑Service Enablement: Guide customers in using self‑service tools and resources, empowering them to resolve common issues independently and reducing overall support load.
• Continuous Learning: Proactively expand your product and application knowledge through training, documentation, and peer collaboration.
• Feedback Loop: Capture and communicate recurring issues or improvement opportunities to product and engineering teams, contributing to product evolution.

Could This Be You?

• Fluent in German and English, with advanced written and spoken proficiency in both languages.
• Minimum of 2 years of experience in a travel agency, tour operator, or airline environment, where you’ve dealt with real‑time booking systems and customer inquiries.
• Hands‑on experience with Global Distribution System (GDS) platforms – Galileo GDS is preferred, but knowledge of Amadeus, Sabre, or other GDS solutions is also valuable.
• Familiarity with leisure travel tools such as CETS or similar platforms is a plus, though not mandatory.
• Strong customer relationship skills: collaborative, consultative, reliable, and empathetic.
• Excellent communication skills and a team‑oriented mindset.
• A commitment to diversity, equity, and inclusion – you’ll thrive in a culture that encourages open dialogue and celebrates diverse perspectives.

Essential Qualifications

• Bachelor’s degree in Business, Information Technology, Hospitality, or a related field.
• Proven track record of delivering high‑quality customer support in a technical environment.
• Experience troubleshooting complex software issues and coordinating with cross‑functional teams.
• Strong analytical and problem‑solving skills, with the ability to think critically under pressure.
• Proficiency with ticketing systems (e.g., ServiceNow, Zendesk) and incident management tools.
• Knowledge of travel industry standards, such as IATA, OTA, and GDS protocols.

Preferred Qualifications

• Previous role in a SaaS or cloud‑based travel technology company.
• Experience with API integrations, XML, or JSON data formats.
• Certifications in customer service or technical support (e.g., ITIL).
• Background in data analysis or reporting, with proficiency in Excel or BI tools.
• Experience mentoring junior support staff or leading small project teams.

Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software, troubleshooting errors, and using diagnostic tools.
• Communication: Clear, concise, and empathetic communication in both German and English.
• Time Management: Ability to juggle multiple tickets, prioritize tasks, and meet SLA deadlines.
• Collaboration: Works seamlessly with product, engineering, and sales teams to resolve issues.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new features and processes.
• Customer‑Centric Mindset: Places the customer’s experience at the forefront of every decision.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Customer Support Analyst, you’ll have access to:

• Structured onboarding and continuous learning paths, including product certifications and technical workshops.
• Mentorship from senior support engineers and product managers.
• Cross‑functional projects that expose you to product development, quality assurance, and customer success.
• Clear career ladder: from Analyst to Senior Analyst, Team Lead, or even Product Owner roles.
• Annual performance reviews with transparent metrics and growth plans.

Work Environment & Culture

brighthush is built on the principles of transparency, collaboration, and empowerment. You’ll find:

• A hybrid work model that balances remote flexibility with in‑office collaboration.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions.
• Inclusive policies that celebrate cultural diversity and encourage open dialogue.
• Access to cutting‑edge tools and technologies that keep you at the forefront of travel tech.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer support roles.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and remote work options.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including gym memberships and mental health resources.
• Employee stock purchase plan and equity options for long‑term growth.

Ready to Join brighthush?

If you’re a proactive, multilingual professional who thrives on solving complex problems and delivering exceptional customer experiences, we want to hear from you. Bring your expertise, curiosity, and passion for travel technology to brighthush, and help us shape the future of global travel.

Apply today and become part of a team that’s not just supporting customers – we’re empowering them to explore the world with confidence and ease.